Customer Experience Advisor (Kingston, Jamaica) - VXI Jamaica

 

Job Description

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

The opportunity:

• Full-time positions
• An exciting, fast paced call center environment centrally located in Kingston
• Competitive base hourly wage
• Aggressive Sales and Customer Satisfaction commission and incentive programs
• Overtime earnings opportunity
• Long term opportunities for advancement and promotion

Duties and Responsibilities:

• Respond to customer inquiries (via telephone, email, chat, social media and other mediums according to assigned team requirements)
• Answering Inbound calls, providing product information and selling our well-known communication/home entertainment client's channels, content packages, and Internet/Home phone services to prospective customers
• Meeting or exceeding the client's Key Performance Indicators and guidelines in addition to company policies and procedures (including daily weekly and monthly sales targets and Net Promoter customer satisfaction objectives)
• Must maintain an acceptable level of performance week over week, month over month
• Must be capable of working in a high energy, high pressure, fun professional environment that is focused on delivering exceptional sales results and high customer satisfaction
• Provide exceptional service to customers during each interaction
• Address all customer concerns and inquiries
• Engage customers in discovery dialogue designed to determine their needs and best programming, product or service selection
• Adhere to all company guidelines regarding the delivery of sales to customers
• Escalate problematic customer issues to management according to standard operating procedures
• Properly document each customer interaction according to company standard operating procedures
• Maintain an excellent on-time attendance record (schedule adherence)
• Adhere to company quality assurance guidelines and standard operating procedures
• Act with the highest levels of integrity and professionalism in each customer interaction

Requirements:

• Three (3) CXC subjects including English Language or 2 CXC subjects and City & Guilds Level 3 English
• Work experience is a plus but not required
• Exemplary Attendance Records with Previous Employers
• Proficient in Microsoft Office Products (Word, Excel, Powerpoint, etc.) and other computer-based systems
• Excellent written and verbal communication skills
• Excellent typing skills

Additional Company Requirements (If successful):

• On condition of employment you will be required to:
• Submit to a drug test
• Process a police record certificate

On condition of employment you will be required to present the following;

• Updated resume
• 2 passport size photos
• Educational qualifications
• Birth Certificate and Marriage Certificate(if applicable)
• Any Valid Government issued photo identification (Passport, Driver's Licence, or National ID
• TRN & NIS cards
• Active Bank Account from any major financial institution. CIBC account is preferred.

Employee Benefits include:

• Paid training for all accounts
• Health Insurance and Life Insurance
• Transportation
• No experience required

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If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

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Team Leader, Customer Experience (Kingston, Jamaica) - Digicel

 JOB TITLE: Team Leader, (VOC)

DEPARTMENT:  Customer Experience

REPORTS TO (TITLE): Head of Customer Experience

Primary objective of the job:

Team Leader, VOC is responsible for understanding a customer's definition of success by communicating with customers, analyzing customer health metrics, running NPS and gathering feedback. Main contact for customer escalations for the entire business, with goal of issue resolution or coordinating cross functional response where needed.

Team Leader, VOC is a key role for the company for ensuring success with our customers, driving deeper and more relationships and acting as the “Analyst of the customer” internally back into product and strategy.

Number of persons managed/supervised and their positions:

Customer Experience Specialists x 10

Main Duties and Responsibilities (maximum of 8):

• Mechanisms for collecting and measuring Analyst of the Customer (VOC) feedback at key touch-points;
• Methods for analyzing feedback and identifying process improvements that will positively impact the customer experience, including standardized reporting dashboards and decks to communicate results;
• Ensure all touchpoints set up to collect Analyst of Customer feedback
• Conduct regular audits to ensure surveys are offered when expected or desired
• Monitor survey data to ensure systems and processes are functioning as expected, including frequency of records, response rates, and drop rates
• Perform analysis on anomalies in data to address challenges and maintain regular flow of VOC data
• Directly organizes and supervises the day-to-day operations and activities of NPS Callbacks and escalations (from retail, CC or email on website) in order to achieve key performance goals. This includes ensuring customers are addressed in a timely and accurate manner; monitoring associate productivity and service levels for quality; efficient allocation of resources; managing daily phone coverage, schedule adherence, and attendance while managing changes as needed.
• Identifies and analyzes escalated problems and provides guidance to direct reports for resolution. Serves as a point of escalation for calls requiring advanced expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction. Answers front line customer inquiries as needed during peak or critical times.
• This role oversees CX specialist and is responsible for overall creation, execution and effectiveness of the Customer Experience Management Model, including tools eg. Qualtrics creating VOC surveys and the NPS callback tracker plus reporting.
• Supporting the building and developing of an effective and high-performance team. Providing hands on daily coaching in order to improve and maintain team performance and management processes such as evaluations, mentoring, and corrective actions. Leads in the manner that inspires employees, galvanizes associate engagement, and produces desired business outcomes.
• Maintains daily and weekly statistics for individual direct reports, analyzes department results, troubleshoots operations problems, and completes team reports as required. Identifies opportunities for efficiency and directly implements changes as needed.
• Lead, develop and manage all outbound campaigns/activities for the Business. 
• Other duties as directed.

Academic qualifications and experience required for job:

• Bachelor’s degree in Business Administration, or equivalent;
• 5+ years’ experience in management in customer service or experience, marketing or related field;
• Consumer market research or VOC data analysis experience.
• Experience using a wide range of software and tools (e.g., Medallia, Qualtrics, Clarabridge, Tableau, and SPSS).
• Knowledge of key statistical concepts in order to work with data scientists modeling NPS data.
• Computer skills (MS Office, G Suite).
• People, time & relationship management skills;
• Strong communication and analytical skills;

Functional Skills:

• Excellent written and communications skills
• Excellent grasp - and proven experience, with user research, behavioral psychology, contact centers
• High emotional intelligence, known for patience and empathy; exhibits deep care for customers, agents and stakeholders
• Ability to draw the right conclusions and hone in on key insights to improve the current experience and predict future needs
• Prior experience working with customer data in telcom industry
• Creativity and willingness to work on own initiative in an ever changing environment
•  Ability to work under pressure in order to meet challenging deadlines
• Strong organizational skills and attention to detail
• Can do attitude and upbeat, positive and dynamic personality

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